You have the right to choose to purchase electricity from an authorised electricity retailer of your choice, instead of purchasing electricity from us. Your meter may need to be reconfigured or replaced to facilitate this, and there may be a cost.
To switch to a preferred retailer, you will need to lodge an application to confirm the date you will be switching providers. The supply of electricity to you under this agreement will end once you start receiving electricity from your new retailer. However, you will still receive an invoice from seene for your network charges. Your new retailer will send you an invoice for the rest of your energy charges (energy-only charges).
We are allowed to sell you electricity (by on-selling electricity bought for the building or complex), but do so by holding a regulatory exemption rather than being an authorised electricity retailer.
As a result, we on behalf of your building owner, owners corporation or embedded network owner/operator, don't have to meet the same obligations as an authorised electricity retailer. Accordingly, you won't receive the same protections as if you were purchasing from an authorised electricity retailer. We still need to comply with obligations but these are different to those that apply to an authorised retailer.
You also have protections and rights under Australian consumer protection laws.
If you have a complaint about the electricity supply services provided to you, you may lodge a complaint with us in accordance with seene's standard complaints and dispute resolution procedure, or by calling seene on 1300 609 387 or emailing hello@seene.com.au.
seene will respond to the matter on our behalf within the timeframes outlined in seene's standard complaints and dispute resolution procedure and provide reasons for the decision.
From the 1st of July 2018, if we are unable to resolve your complaint, you will have access to external dispute resolution with the Energy and Water Ombudsman VIC (EWOV).
You can view the dispute resolution procedure here
If you have difficulties paying your bill, you should contact us on 1300 609 387 or email hello@seene.com.au. Depending on circumstances, we can arrange flexible payment options such as payment extensions/arrangements or other relief or assistance.
Your electricity tariff can be viewed via the seene registration portal and your welcome pack. All other associated fees and charges can be found here
In an event of an electrical fault or emergency please call: 1800 108 418.